Are you a dynamic leader with a passion for customer service and team development? We are seeking a motivated Call Center Supervisor to oversee our dedicated team and drive operational excellence.
The Call Center Supervisor will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration.
Responsibilities
- Hiring, training, and preparing call centre representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Ensuring agents understand and comply with all call centre objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Requirements
- Call centre, customer service, or supervisory experience may be required.
- Exceptional communication and interpersonal skills.
- Strong understanding of company products and services.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Excellent problem solving, leadership, and customer service skills.
- Analytical, efficient, and thorough.
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
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